When I think about Apple, and their success, much of it can be attributed to their great service. The genius bar, appointment scheduling, roving "mobile" check outs create a retail environment like know other. People go there just to hang out see what's new, get advice and of course buy a LOT of products

Despite what you may have been taught in the past, there IS such thing as a dumb or a stupid question in sales. I hear them all the time - both by the sales people that call me, AND while listening to the sales calls sent to me by clients. Occasionally in training workshops too. And it never ceases to amaze me that with all the great questions to chose from, why some sales people chose to alienate, disengage or confuse their prospects by setting the wrong tone with their questions

Here is a wrap up from some of the Olympic news this weekend fro London, and what it means to you as a sales leader.

While our canoe may not have been a picture of good team relationships, it is imperative that when you are working with clients, you develop multi-dimensional relationships. What do I mean by multi-dimensional?

The Olympics are in full swing and I am excited because Athletics (track and field) are just about to start. Usain Bolt is one of my favourites! I hope you have been enjoying our series of the sales lessons you can learn form the games Any lessons you have learned so far that you want to share?

You can be the best in the world and have a bad day. Cyclists, who have won big events this year, are not medaling in the Olympics. Phelps is not wining all the medals. World champion gymnasts are hitting the floor, sitting down on apparatus and losing spots in the final. Divers are missing their dives. Unseeded Poland defeated 3rd ranked Poland in Volleyball. The key is to move past it the disappointment fast. Brush it off and live to fight another day

Sales Olympics: Lessons from the Games Part 1Your mental game is critical. If Michael Phelps can't get his focus and confidence back, he will not win as expected. Don't let an early loss ruin your entire month. Refocus, regroup and develop a new path to success.

Why would you purposefully create a bad experience for a customer who has chosen to do business with you when many competitive options exist?

Last week I posted that Fairmont Sonoma refused to take my money when I inquired about a suite upgrade. (One was available but they would not allow me to pay for it).

Think about your own corporate polices. Do you have any that actually make it impossible for the client to spend money with you?

Once we realize that we all have to be prepared to walk away when there isn't a fit, those clients that we do continue to work with can become long-term profitable customers - even customers for life!

Colleen Francis, President of Engage Selling Solutions www.engageselling.com says “ The lesson for executives responsible for an organization’s top line is that you need to understand what your customers value. People line up around the block and pay a premium for Apple’s product because, more than anything, the brand delivers the promise of making you look cool. Lots of other products do what essentially the same thing but not in a way that makes their customers feel better about themselves."They love the Apple brand and don’t mind paying the premium that leads to huge profits. Contrasting this is Exxon whose end-customers see no compelling value in their brand, only as a commodity supplier, and would cross the street without hesitation to save a cent a gallon. With this approach, you'd better have operating cost advantages if you want to maintain and increase margins. Instead if you can, like Apple, create value differentiation from your competitors then you can generate profits through premium pricing today and in the future with your band of loyal customers."

Do you act as a customer advocate or a customer prosecutor?Are your customer service policies sales prevention policies?

’ve seen too many websites with inspiring product offers, gorgeous video, and testimonials to the effect that “you guys really came through for us,” attributed to a “major software company.” Testimonial Director is a service that has templated the fine process of collecting testimonials efficiently and making sure they contain the appropriate information. (Their website is also a great example of testimonials done well.) In a special report (see bottom of their home page; sign-up required), the company identified “recommendations from people known” as the best tool for building consumer trust through advertising channels.